Mackenzie Souders
Charlotte,NC
Summary
Self-motivated individual with proven leadership, organizational and customer relation skills seeking to continue employment with Jenius Bank as Support Supervisor.
Overview
11
11
years of professional experience
Work History
Fraud Support Representative
Jenius Bank
09.2022 - Current
- Reviewed, analyzed, and decisioned new accounts
- Worked with fraud victims to help manage next steps
- Provided support with inbound and outbound customer contact
- Collaborated with colleagues to identify risk or ring activity
- Supported buildouts or fraud processes, job aids, and testing during Jenius Bank launch and expansion
- Used various fraud tools such as, nGage, Amount, MBP, D1, Connected Risk, Actimize
- Helped manage the nGage ticket queue and clear in a timely, efficient manner
- Worked with Detection team during high volume
Guest Services Representative
Hendrick Automotive Group
07.2022 - Current
- Maintained accurate and up-to-date records of guest information.
- Created welcoming and comfortable environment for guests.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Server/Takeaway Specialist
Outback Steakhouse
01.2020 - 06.2022
- Greets guests at tables or in their cars
- Answer phones and accurately take orders
- Process payments and ensure order is fulfilled.
- Offered suggestions based on customer preferences or dietary restrictions when they were unsure about what to order.
- Upheld food safety standards by properly packaging items to maintain quality during transportation.
- Collaborated with kitchen staff to ensure accurate preparation of menu items for take-out orders.
Cashier/Manager
Pet Supplies Plus
11.2012 - 11.2019
- Helped customers find specific products, answering questions, and offering advice
- Drove sales and add-on purchases by promoting options to customers
- Managed day to day operations for a 15-member team
- Prepare weekly schedule and prepare weekly timesheets and payroll
- Interview and hire new associates.
- Implemented loss prevention measures to mitigate theft incidents at the register area.
- Resolved escalated customer complaints in a professional manner, maintaining positive brand reputation.
Education
Criminal Justice -
University of North Carolina at Charlotte
Charlotte, NC12.2019
Skills
- Effective team player
- MS Office proficient
- Detail oriented
- Dependable
- Loss Prevention
- Strong communication skills
Accomplishments
- Achievements/Tasks
Hobbies and Interests
- Sports
- Reading
- Family
- Animals
Timeline
Fraud Support Representative
Jenius Bank
09.2022 - Current
Guest Services Representative
Hendrick Automotive Group
07.2022 - Current
Server/Takeaway Specialist
Outback Steakhouse
01.2020 - 06.2022
Cashier/Manager
Pet Supplies Plus
11.2012 - 11.2019
Criminal Justice -
University of North Carolina at Charlotte
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